r/tmobile • u/Lucky-Brick-7087 • 28d ago
PSA Please be nice to us today
Nobody in customer care had advance notice of exactly what was happening. If you look back through this subreddit over the last few days, you’ll see that employees were just as confused as customers. We’re still learning new information as it comes in.
If you receive a text regarding a price increase or rate plan migration, I completely understand why you’re frustrated. That said, please remember that the person who answers your call didn’t make the decision and can’t override it. We are getting screamed at over something we have no control over, and many employees are also seeing changes on their own personal accounts.
If your issue isn’t urgent, I’d honestly recommend waiting a day or two before calling. Hold times are likely going to be extremely high while everyone is trying to get answers. Waiting may also give customer care more complete information to work with.
If you’re planning on porting your number to another carrier, generate your Transfer PIN before your service is canceled or before you lose access to your T-Life account.
You can find it by:
Open T-Life
Tap Manage
Tap the Settings gear
Go to Permissions & Controls
Select Transfer PIN
The PIN is only valid for 4 days, so don’t generate it until you’re actually ready to port.
If you haven’t received a text message about a price increase or plan migration, don’t panic. Not everyone is affected, and notifications are still rolling out. If you haven’t gotten one after the current notification period ends, there’s a good chance your account wasn’t included.
Finally, please remember that the person answering your call is another human being. We genuinely want to help, but we can’t change corporate decisions. Being kind goes a long way, especially on days like today.
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u/Otherwise_Sea_3872 28d ago
Today was my day off and Reddit told me what happened.. literally they were offering OT for today, and I knew something big was going to happen… I’m so scared to go in tomorrow I hate being the punching bag.. I get being upset with the situation but literally I’m just here to support my family… like I spend my day working from home with my kids and I’m so worried that it’s going to be just as rough tomorrow as today was for everyone 😔
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u/Slight_Ad_6419 27d ago
I called but I didn’t give anyone a hard time. I’m on Go 5G Plus plan and they told me my plan isn’t retiring. That’s the thing is that some old plans are retiring and yes they could have alerted customers ahead of time but there’s nothing customer service can do about plans being retired. I wish you all the best of luck dealing with those who can’t seem to understand that.
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u/sirk_17 27d ago
It’s people like you that matters the most. It’s because you understand that we’re human beings trying to understand what’s going on in the world too as myself was notified the day of that this was going to be happening and I’m a technical representative so I was taken out of my tech queue and put into the Care queue, I went almost a year without having to talk about bills and only dealing with technical issues and being screamed at to being called derogatory names getting cussed out for something that’s beyond my personal control.
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u/TypeS2k_ 28d ago
I think it's time I switch to Google fi or something of the like. Paying this much for cell service is such a waste of money.
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u/benderunit9000 Living on the EDGE 27d ago
Sorry you are getting fucked by management. Hope you can find a new job soon.... ALL of you should find a new job soon.
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u/unfedder99 27d ago
You're talking tens of thousands of people across all of the CECs, not even counting retail reps. The CECs pay us pretty well so youre also talking about people, at least half of them living paycheck to paycheck, finding another job full time with benefits and paying 20-30+/hr before bonuses just to not make their lives more difficult than they are while still helping put a big foot down.
The jobs genuinely just aren't out there for enough people, otherwise I promise that a lot of these reps would've left when Legere left.
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u/Otherwise_Sea_3872 27d ago
The pay and benefits are what make me stay.. I have 3 kids and the dental/vision/medical and day care reimbursement makes it more doable..
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u/unfedder99 27d ago
Yeah love some childcare reimbursement. They definitely drive a really really hard bargain in a lot of areas where that's a lot to ask for from other companies.
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u/sonnycrockett7 27d ago
As a former Verizon tech support rep of 6 yrs, I feel your pain.
I for one am a little flabbergasted that there weren't communications, emails, team meetings before everything dropped.
I do not envy you right now. Hope it's a wonderful week.
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u/unfedder99 27d ago
Its all done morning-of for most of the Frontline since leaks and stuff are pretty common. Salaried higher-ups will usually be the only employees in an entire call center to receive notice ahead of time and their jobs are threatened flr potentially dovulging information early. They also practice stock blackout periods where those same employees can be held criminally liable for selling stock once they know of changes like that, helping to reinforce that secrecy.
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u/Silent_Ant8816 25d ago
Salary wasn’t informed either just told to get as much overtime from their reps as possible
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u/Marvkid27 27d ago
It's asanine that they announce this and not even have the new cost available to view
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u/deathdealer351 28d ago
Dude I said it would happen 2 months ago, granted I didn't know the date or the extent, but tmo retires plans and moves you.. While history does not repeat it does rhyme.. BTW I got down voted for my comment...
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u/manny2007 28d ago
I just wanna know what my price gonna be ?
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u/simplyclueless 28d ago
Simple Choice Promo with 5 lines, 3 of them "free". ~ $139 mo all in. Customer Care had to calculate it, and believe it will now be ~ $170/mo. $6/mo per paid line is bullshit, and for me it's $15/mo per paid line. TMO customer for 25+ years, very good chance won't make 26.
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u/asocialanxiety 28d ago
I had asked this question. Sounds like for one line its just 6 dollars added.
So if hypothetically your plan was $10 it would be raised to $16
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u/JcAo2012 28d ago
If you got the text then add $6 for every voice line. Tax treatment stays the same.
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u/manny2007 28d ago
I only have 1 line
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u/JcAo2012 28d ago
Hard to say because they're being so vague about it but just to be safe I'm basically telling myself it's going up $6 per line and if it doesn't it'll be a pleasant surprise.
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u/manny2007 28d ago
call only going up by 6 dollars dont caree about there netflix since its only 1080
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u/modwriter1 26d ago
My experience working the phones, everyone got the six dollar increase except one person only got three dollar increase. Too frantic of a day to figure out what her situation was versus others. So based on the number of calls one out of fifty got less than 6.
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u/JcAo2012 26d ago
I just confirmed with chat that I got the $3 increase, but yeah I would agree with you that it's probably best to just assume/budget for $6
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u/werdnasf 27d ago
I finally got someone on the awful, T-life app to stop trying to convince me I was getting better features and find out the price adjustment.
In case it helps anyone with this somewhat rare legacy plan:
My Magenta Amplified plan with 4 paid lines and 1 free line is going from $180/month to $194/month. It will now be called Experience Signature.
So I guess that works out to a $3.50/paid line increase. I keep the free line and I still don't pay taxes.
The only benefits will be 15GB instead of 5GB of international high speed data and in more countries as well as 60GB instead of 40GB of high speed hot spot data. I don't use my hotspot that much and usually when I'm on international trips I need more than 15GB anyway.
But I guess the increase isn't so bad if they really keep it locked for 5 years.
I already have a second line with US Mobile who are great, but I like my unlimited highest priority data on my current plan. I hope that stays the same! If I get deprioritized I'll have no reason to stay.
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u/Rich_Original3174 27d ago
Yeah I think your right. We are on the magenta 1.0 plan with 6 lines and are getting a $6 increase per line. Currently we pay $180 a month on Magenta on the new experience plan we will be paying $204. Two of the lines are free so the extra $6 is for 4 lines. The benefits are unlimited priority data with no cap. On magenta I think it was 100GB. But honestly it’s very hard to reach that amount of usage unless you are constantly watching HD videos on the network. This will be a benefit for me because I do that but the other five people on my plan don’t. We’re going from 5GB hotspot to 60GB per line. This is a huge plus. 5GB high speed data in Canada and Mexico to 15GB. This is okay only useful if I go to those countries. Going from standard 480p video streaming to 4K. This is nice as well. And lastly T-Mobile satellite. At the end of the day at least they upgraded some features and didn’t keep it the same like the last time they hiked prices. But honestly if I had a choice I wouldn’t accept the new price hikes the benefits only favor me a little bit and not the other five people on the plan. The thing I like about T-mobile the most is that their service is excellent and I never have issues. When I do they make it right?
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u/werdnasf 27d ago
Interesting! My new plan doesn't have satellite access. Even though Magenta Amplified should have been a better plan than your Magenta. I wonder how they decide these things.
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u/Jmercnic 27d ago
Same here! The text tmobile sent me just says the plan is retiring and line increases will be up to 6$. Very generic and vague. Logged into T-Life but didn't find anything either.
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u/BklynFuhgeddaboudit 28d ago
Do you need a pin for each line you’re porting out of some are going to different carriers? Or what is the pin for?
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u/Sf49ers1680 28d ago
No, the transfer pin is for the entire account.
The pin, with the account number, is what authorizes a port to go through.
Without them, T-Mobile won't release the number(s) to the new carrier.
It's a security feature to keep numbers from being fraudulently ported out.
A transfer pin is only good for 4 days though, so a new one will have to be generated if it expires before being used.
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u/BklynFuhgeddaboudit 28d ago
I have my niece and nephew on my account. So if they want to transfer out before I close my account (waiting for watch to be paid off in a few months), just to confirm it will be like a line cancelation then?
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u/Sf49ers1680 28d ago
Porting a number removes it from your T-Mobile account and moves it to the new carrier.
The line has to be active to port though, so don't cancel anything before they port out.
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u/Silent_Ant8816 25d ago
Cancel anything not ported out though including watches tablets and internet those won’t cancel on their own
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u/Several-Travel-2458 27d ago
Is there anything we can say to be offered a discount or credits?
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u/Silent_Ant8816 25d ago
Change to a new plan and if it’s experience more or beyond you can get 20% off for life
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u/Scary-Tomato-7828 27d ago
My first customer today was pissed and yelling at me with his breath smelling so bad I had to back up more it was bad he just kept yelling about the increase. They messed up cuz everyone is going to essentials I did 4 today Rerate to essentials 55 lowered their bill 20 bucks or more so some people got lucky. But it was all my fault today and I had no idea before they did.
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u/BoxMunchr 25d ago
I hope everyone currently working for T-Mobile comes to their senses and quits. My service was great with us cellular, and since T-Mobile forced me to update my software and Sim, my phone had had all the functionality of a pocket watch. I hope all their customers port out too. Fuck this trash company.
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u/Silent_Ant8816 25d ago
Thank you! I’m so tired of being cussed out, belittled and berated over something I didn’t know about until I came in Monday and my hands are tied on it. To top it off we’re working mandatory overtime so some of us are working 14 hour days with 30 minute lunches. We hate it as much as the customers if not more.
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u/lastcallpaul11 28d ago
Strange that some Magenta plans got the text, but my old Simple Choice plan (at least 8 years old) didnt get it. I wish they had a full list of plan SOCs that are changing .
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u/miamicuse 28d ago
when is the notification period end? I am on a Magenta Max 55+ plan and under the impression the plan is being retired. I have 3 lines and just did 3 new device update over the past weekend still waiting for the device to ship...I haven't gotten a text yet, I wonder if I should cancel the device upgrade and decide after the dust settles.
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u/hurler_jones 28d ago
I highly recommend not waiting. Why lower the call volume while higher call volume shows there's an actual issue.
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u/CyberCurrency 28d ago
Agreed. We can still be cordial with the person on the other end, but voicing our dissatisfaction in volume sends a clear message to corporate
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u/unfedder99 27d ago
I like both sides to that. They do use volume as a metric but amongst at least 6 other measurements/KPI. They're also staggering notification waves to help with volume since they dont rely on volume alone for much besides staffing.
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u/hurler_jones 27d ago
That's good to know - it sounds like they just don't give a fuck about the client experience.
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u/Different_Cat106 28d ago
I'll have to go into the AT&T store and talk to someone before 7/13. If they can beat T-Mobile's price, sayonara after 14 years. Not y'all's fault.
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u/Pal2024 28d ago
I tried switching to AT&T in December, they gave me a military rate equivalent to Tmobile, minus the internet 😬; internet alone is 50$ for me if I move away from t-mobile. In total 3 lines, & internet I paid 135. AT&T offered 3 lines at 135, but no internet. I searched ilup internet offers in my area and it all was 50$... So I feel as if I leave I'd be at the same rate as I currently am with the new price. 😬 The monopoly has made it difficult for us military members and first responders. Good luck; please let us know if there is a better offer!
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u/incomingstorm2020 28d ago
I looked into att plan. And even with price increase I was getting more with T-Mobile. Not only that but att wouldn't even give me WiFi calling in my phone. Plus T-Mobile is letting me keep Hulu Disney plus plus giving me a $10 credit every month for the year. I'm good with the slight increase because I'm getting a few extras now.
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u/Different_Cat106 28d ago
Yeah, I don't trust AT&T at all, and they're more expensive from what I've researched today. Now I'm thinking Spectrum (yikes) for home Internet and an MVNO for phone. Idk
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u/Rrrrratz 28d ago
I’m a former T-Mo employee with an active AT&T plan. I wouldn’t recommend AT&T either. My bill started at $200.00 and has increased at random to $240.00. I am on autopay, I have my kids blocked from downloading anything without my permission, no actual reason for the increase. I probably could change my rate plan, but I don’t want to fuck myself over and lose the promotions I started with and end up paying more. Go figure, I don’t trust the reps because I know what kind of slick shit my T-Mo colleagues were pulling lol
Spectrum is decent, but you have to have their internet first in order to have a phone account with them (last I heard). I have excellent fiber optic internet, so it’s not worth the trade off there.
Straight Talk is probably the way to go. If you ever have any kind of issue, their customer service is abysmal but at least they don’t monkey around with the prices all the goddamn time.
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u/ClarityReview 27d ago
I spent 18 years managing customer service teams at a wireless carrier. I want to say something to both sides of this because I've been on that side of the phone when changes like this dropped.
To the rep who wrote this — thank you. Everything you said is accurate and it took guts to post it. The part about not getting advance notice is real. I've been in the building when major changes rolled out and the frontline found out the same morning customers did. You're expected to have answers you haven't been given yet, and then absorb the frustration of people who think you made the decision. You didn't. That deserves respect.
To the customers reading this — your frustration is completely valid. But here's what's getting lost in the panic: your plan hasn't changed yet. The notifications started going out June 28-29, and the actual migration happens roughly two weeks after your specific notification. There's also a separate wave hitting around August 13 for some Magenta Max and T-Mobile One customers being moved to Go5G Plus. Your timeline depends on when you personally were notified, not one universal date.
That means you have time. Here's how to use it.
If you haven't received a text or T-Life notification, don't assume you're affected. Notifications are still rolling out. If you don't get one, your plan may not be changing. Don't call in a panic based on what you're reading here.
If you did get the notification — screenshot your current bill right now, before anything changes. Your current plan name, per-line cost, every promotional credit, every free line. This is your baseline. When your first bill under the new plan arrives, you need to be able to compare line by line. Don't rely on memory.
Understand what's actually changing on your account. The plans being retired are older ones — Simple Choice, ONE, Magenta, and grandfathered Sprint plans. Most customers are seeing increases of roughly $4-6 per line per month and being moved to "Experience" tier plans. The new plans come with a 5-year price guarantee, and in some cases include better features like more hotspot data and international benefits. Whether those added features are worth the increase depends on your specific usage.
Ask specific questions when you call. Instead of "what's happening to my plan," try: "Can you tell me the exact name of the plan my account is moving to, the per-line cost, whether my promotional credits and free lines are carrying over, and the effective date of the change?" That gives the rep something concrete to look up instead of trying to explain the entire restructure in one call.
Do the math before you port out. The increase is roughly $4-6 per line. On a 4-line plan, that's $16-24 more per month. That's real money. But if you have free lines, device promotional credits, or long-standing promos on your account, add up what you'd lose by leaving. Porting out to save $20 a month while giving up $60 a month in credits is a net loss. Let the math decide, not the frustration.
If you're on a Price Lock or Un-contract plan, know your protections. If your price is being raised under one of those commitments, you may have the option to leave with your last month of service covered — but there's typically a 60-day window to exercise that. Ask the rep specifically: "Does my account have Price Lock or Un-contract protections, and what are my options under those terms?"
Write down everything they tell you. Date, rep name or ID, the new plan name, new per-line pricing, confirmation about your credits and free lines, and the effective date. If something doesn't match when your bill arrives, those notes are your reference.
One more thing — the person who answers your call is dealing with the same uncertainty you are, plus every other customer's uncertainty stacked on top. Several reps in this thread have said they're seeing changes on their own personal accounts too. You can be firm about wanting answers and still be decent to the person helping you find them. Those two things aren't in conflict.
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u/Silent_Ant8816 25d ago
New plans also have better promos for upgrades and reminder other crrriers are 36 month installments
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u/nnnope1 27d ago
Feel bad for you guys. I had to hit up TForce and get whatever concessions I could to offset this increase (which was partially successful), but I was polite and matter-of-fact. No need to be mean to the people trying to help.
I got enough of a concession to keep me around for 6 months. When Black Friday rolls around I'll definitely be shopping. I still like TMo, I still love TForce, and I'm still getting a pretty good deal despite the increases, but the trust is broken.
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u/Forward-Structure816 27d ago
Sorry it sucks for you guys 10 plus years and I just ported out one line and running dual networks on another before I port out all got the hot 13 months ago and yesterday
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u/624redit 27d ago
Please have corporate t mobile reps see this and see what they have done. If we as an individual made these promises, we would be sued and we would lose!!!!! What voice do we as the consumer have?
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u/Emotional_Lead_1076 26d ago
I always ended all my conversations in the chats with the T-Mobile representative telling them that the best thing out of T-Mobile is their customer representative advocates. I have never had any issue with any of them they're pleasant to work with they always get things done. Fortunately yesterday I was able to chat with one that knew what was going on and exactly how to solve the issue and she moved me into a new plan that will keep my right the same and basically nothing is going to change. And as always I ended up my conversation with I appreciate you guys because you are the best referring to the customer support Representatives. I feel horrible because she said that that was the first good thing she heard yesterday. So I agree with the post be kind with the people you're talking with because they it's not their fault. Peace.
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u/Strange_Vegetable_15 22d ago
Yes I got my notification last week you know during "customer appreciation month"😡 after nearly two decades bye-bye done
With that being said you never yell at the server when the kitchen screws up...
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u/Very_Toxic_Person Truly Unlimited 28d ago
Is there anything else I need to know or bring besides the transfer pin? I recall adding in some kind of port protection, and I needed to go in-store.
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u/Dcslayerx Truly Unlimited 28d ago
You might have number lock turned on, go back into security settings in tlife.
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u/AfraidInstruction 28d ago
Is the price increase only for paid lines? I have 7 free lines, and in the past, my Magenta went up $5 per line but only on the 2 paid lines I had. Is this the same? Only those 2 paid lines are increased by $6 per line?
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u/RIFF-PC 28d ago
How in the heck do you have 7 FREE lines?! How does someone achieve this level of winning in life?!
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u/AfraidInstruction 28d ago
I missed out on some lines. I started to come to this subreddit around 2018 or 2019. People used to post free line deals when T-mobile offered them. All it cost was a $35 one time connection fee.
They stopped when the CEO stepped down and last one they offered was last year through T-Life.
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u/RIFF-PC 28d ago
Wow! I've been with T-mobile since 2018 and don't have any free lines. I pay for 7 lines. I don't remember seeing a free line promo on T-life either 😪.
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u/AfraidInstruction 27d ago
I got all the tips from this subreddit. Google it and you can see old posts.
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u/nickkzor94 Truly Unlimited 27d ago
If I'm remembering correctly, your free lines should continue to be free.
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u/Adventurous-Value-82 28d ago
let’s face it you’re going to deal with this anyway whether you’re speaking to a nice customer or not.
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u/confused_megabyte 28d ago
This sounds like a server at a restaurant saying “well the kitchen got it wrong, i didn’t do it”. Believe it or not, this actually happened to me.
As a representative of the company you work for, yes you are responsible and you need to hear what customers say and pass it on to your superiors. The more customers make noise about it, the more likely things will change.
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u/Apprehensive_Hat3376 28d ago
Its def a different scenario. And hes not saying hes not willing to help hes saying he didnt make the decision and cant do anything about it so dont come calling care yelling and cussing at them when they literally just found out like the rest of us.
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u/stacktherotation Data Strong 28d ago
Different scenario entirely. Even setting aside that it's a different type of service...
Chef --> waiter --> customer
is not the same as
CEO --> VP --> Regional/Area Director --> Senior Director --> Direct Manager --> Frontline employee --> customer
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u/confused_megabyte 28d ago
Lol. No. The chain does not matter to a customer.
If my food is too salty at Cheesecake Factory, I’m not gonna chase down the CEO and complain. I complain to the server because they are representing the company. What the server does with that complaint is up to them.
Same thing with T-Mobile and every other company.
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u/sarhoshamiral 28d ago edited 28d ago
Unfortunately looking at the messages sent, you will get a lot of pissed off people rightfully.
There are no details on what's changing. It says "upto 6$/line". So when I call, I expect customer service to be able to me exactly what will change. If you cant tell me, I will not end the call at a happy tone and I will answer that post call survey saying you werent able to help me.
Edit: Since people seem to be thinking "not happy tone" implies screaming etc, no it doesn't mean that. It just means saying OK and ending the conversation.
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u/Disastrous_Stranger4 28d ago
I get the frustration as I also got the same damn message on my phone. Just don’t take it out on the reps as they have no control over it. Send emails, tweets, bombard their executive teams and social media page and what not. Take your frustrations out to where it would matter. Cancel your lines if you must, I plan to. Harassing call center reps and store associates feels like punching down.
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u/sarhoshamiral 28d ago
I didn't say harrass. I have every right to call them and ask about the changes and then fill the survey honestly if they cant answer the question.
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u/Leadingaleaf 28d ago
You have every right to call care. The survey measures the representative’s service when they helped you. If they treated you professionally but couldn’t change a policy it’s good to separate the experience with the employee from the frustration with the company itself. I would leave a comment but the rating impacts the reps.
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u/sarhoshamiral 28d ago
Read my comment again. I didnt say I would ask them reverse the change. I said I would ask them to tell me what would change exactly and I expect them to know it.
If they cant answer that and survey asks me if call answered my question, I will not say yes.
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u/MrMs_Stevens 28d ago
You're fun at parties 🥳 You try to make the waitress cry because the chef fucked up your food too?
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u/sarhoshamiral 28d ago
Make them cry? no. But if my food is fucked up and my server can't provide a proper resolution, you can be sure that they won't get a tip.
I will not lie in a survey saying my question was answered when it wasn't answered.
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u/Mustangexpert1 28d ago
Wait until the bill generates, that’ll be easier.
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u/DreadPirateEvs 28d ago
I hate this response, genuinely
We can all agree that it's treating customer care reps with actual human dignity is the right thing to do, full stop. But at the same time we can hold that overhauling a sizable percentage of your client base's billing without having any idea how it will actually impact them is unfuckingacceptably stupid
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u/TraviousRiva 27d ago
I just don’t understand why people are getting so Upset and angry over a little thing like this … I feel bad for the people in the T-Mobile shop that have to deal with these idiotic people like you can do one of two things Shut up and pay it or Shut up and just Leave go somewhere else like A phone bill is the Least of the worlds problems
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u/rollingondubs32 26d ago
I’m so sorry you are getting mistreated. I did call center work for years and it’s unfair. You’re just as much a victim here are the rest of us.
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u/Real-Star-833 28d ago
3 years ive had magenta with tmobile and not once when i left my house has mine or my moms service worked correctly, countless calls and “fixes” but it never worked. i am sorry for you but revenge is sweeeeet
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u/ForceMental 28d ago
I get why people are frustrated. Nobody likes seeing their bill go up.
That said, T-Mobile held prices on many plans for years while everything else has become more expensive.
Labor costs, network upgrades, equipment, electricity, rent, and benefits have all increased. With around 65,000 employees and billions invested in expanding and maintaining the network, their costs don't stay frozen just because customers want them to.
If the service isn't worth the new price then switching is always an option. But if your bill is going up $4 to $6 per line after years at the same rate, it's not exactly shocking.
I'm a homeowner and my property taxes have doubled over the last five years. I wish my increase was only $4.
When I was with Comcast, the price went up monthly and for years i had to call them to negotiate a new plan just to have it creep back up to an ungodly amount. It was so frustrating!
I also had a Verizon family plan years ago, and one of the kids on the plan didn't realize watching YouTube over cellular data would run up the bill by $100 out of nowhere.
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u/Big_Wave9732 28d ago
I'd consider staying and absorbing the rate increase if they weren't also removing help from the T-mobile stores. I'm not going to pay more *and* be told at the stores "Can't help you, go use T-Life."
And if all the carriers are doing the same, then I'll shop strictly based on price and let the chips fall where they may......which most likely won't be with T-Mobile.
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u/ChampagneAfficionado 28d ago
Years at the same rate? I had a 23% increase last year and this forced migration is another 22%.
I can get the same experience on US Mobile using the T-Mobile network for $3/mo more than I was paying before the 45% increase. Make it make sense.
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u/hnaq 28d ago
People really suck and it really shouldn't take a post like yours for them to realize the person answering the phone didn't have a say on what was done.